1. Course Created by: Colonel Dennis D. Carpenter and Desiree D. Duncan Course Created by: Colonel Dennis D. Carpenter and Desiree D. Duncan

2. The Customer Wants You to … … Greet me … Value me … Help me … Listen to me … Invite me back

3.  Customer dies/moves away4%  Customer influenced by friends5%  Customer lured away by competitions9%  Customer dissatisfied with product quality14%  Customer turned away by an attitude of indifference on part of service provider. 68%

4. Let’s grade ourselves... A B C D or E -- Appearance of our facilities -- Appearance of our people -- How we treat our customers -- How we treat each other

5. RUDE INDIFFERENT EXCEPTIONAL

7. Individual Strategies! FRIENDLINESS UNDERSTANDING AND EMPATHY FAIRNESS CONTROL INFORMATION OPTIONS AND ALTERNATIVES

8. Individual Strategies Eye to Eye About Face From the Waist Up Nod Face the Customer Lean Forward A Touchy Subject Body Language 55% Words 7% Tone Of Voice 38%

9. Individual Strategies (Survey of 1, 000 applicants for customer service jobs)  100% said they’ve witnessed incivility at work.  25% said it’s hard to keep a positive attitude when dealing with customers.  20% felt most customers were too demanding.  15% said that dealing with customers gets in the way of getting their job done.

10. Individual Strategies Sometimes circumstances force you to say no. Saying yes does not guarantee a happy customer. Saying no does not mean that you have to end up with an unhappy customer.

11. 1. THE HARD NO 2. THE SERVICE NO …Never in a million years What I will do is… What you can do is... Individual Strategies

12. STEP 1 : Let the customer vent Zip your lip Don’t take it personally Dealing with Difficult People

13. I can see why you feel that way. I see what you mean. That must be very upsetting. I understand how frustrating this must be. I’m sorry about this. Dealing with Difficult People

14. Gather any additional information you need. Double-check all the facts. Dealing with Difficult People

15. Mutually Agree on the Solution Dealing with Difficult People

18. Expand Your Definition of Service Beware of Your Body Language Remember the 5 Steps in Dealing with Difficult Customers: 1. Let the Customer Vent 2. Express Empathy 3.. Problem Solve 4. Agree on a Solution 5.. Follow-Up

19. FEDERAL GOV’T= 69PIZZA HUT= 68 BANKS= 68MCDONALDS= 61 FOOD LION= 71PUBLIX= 82 UTILITIES= 75SAM’S CLUB= 78